Ann-Marie Stagg and the CCMA, who will achieve their 25 year anniversary next year, held the UK National Contact Centre Conference 2018 at the British Library. The theme; Delivering World Class Service With a Human Touch.
The event sponsored by Genesys was an extremely well attended event. Free to CCMA members, the event is packed full of content ,with speakers having short sharp ‘no sales pitch’ 20 minute slots.
First up and he never ceases to be one of the most interesting speakers I regularly see, was Ben Page, CEO Ipsos Mori. The insight in today’s world that Ben and his teams have access too through their global reach is fascinating. Ben as usual, hits you with statistic after statistic and this year was no different, as we are apparently angrier than ever!
As we deal with more difficult and complex issues within customer operations Ben broke this down into 6 key things which might help, based on understanding our customers and what influences them:
Did you know that there are restaurants in Japan created purely to be instagramed.
Ben talked about customer perception, how Amazon and Apple have spoiled the customer but delivering a positive experience alone is not sufficient to increase brand favorability; imagine if your expectation of Ryanair is awful and you actually have an OK experience, you will come away potentially happy. Yet if you stay at the Dorchester who’s rooms start at £800 per night, the slightest issues or speck of dust will leave you feeling underwhelmed, yet they will be exceeding beyond most other brands in every way.
Monzo Bank have grown from 20,000 to 1 million customers in two years, their customers feel they are part of an exclusive gang an although they are sharing huge amounts of data and information with them, they feel great about it and empowered to bank with them.
Customers are becoming increasingly intolerant of poor service.
Personalisation is reducing in popularity, the key is to develop a relationship led, rather than a transactional experience.
71% of us trust what others say on feedback sites.
Although FTSE 500 leaders rated themselves a 9 or 10 when it came to customer service, only 1/4 have a Chief Customer Officer and only 30% truly listened to customers.
Next up Martin Hill Wilson from Brainfood with Skills and knowledge requirements for the 2020 customer facing teams.
Martin further explored the relationship and emotional side of customer experience, we understand it at an enterprise level but how much of it is being done in the contact centre.
Understanding the Peak End Rule where our memory of past experience, good or bad, does not relate to the amount of positive vs negative factors but to the most extreme point and the end of the experience. Converting negative to positive is key.
Many of our leaders don’t yet have a methodical approach, we listed to Voice of the Customer but don’t act.
Martin also shared what a future team structure might look like integrating agile product development teams with traditional operational contact centre teams.
Marije Gould, VP OF Marketing EMEA at Verint took us through their research of 38,000 customers and 18 countries.
Is the future of Customer Service about loyalty as loyalty is on the decline across all generations.
Whilst a good price and product are critical to drive buying, 80% believe that Customer Experience is a key factor in their decision to purchase. Being ethical is another major factor, particularly with the 18-25 year old market. If they do not trust a brand they won’t buy and 58% said they would not engage with a brand that had a data hack (survey pre Cambridge Analytica scandal).
Live chat is becoming a less popular channel and milennials and Gen Z like to talk to people too, with 76% wanting human contact. 63% are happy to talk to a bot so long as an escalation to human is possible.
Bots are really good in rules based environments. Take away the rules and humans need to deal with emotions and empathy. A customer who experiences a good human experience, will be more loyal than a digital customer.
We moved on to four CCMA Case Studies from James Revell, General Manager Air France, Louise Locke, Site Director Booking.com Gina Wall, Director of Sales and Marketing Animal Friends and Steven Lee, Director of Business Operations EMEA at Lego and Bill Wilson Digital Channel Strategy Lead from Severn Trent Water.
James took us through an award winning home working programme.
The audience participated in Louise’s ‘Field of Flexibility’ exercise, where we were given a few minutes to think of nine different solutions to a problem. Louise and Booking.com have created further flexibility for their workforce which has led to significant impacts across their London site.
Gina transformed a silo’d operation to deliver a more personalised service at Animal Friends with significant uplifts in service and performance.
Steven also kept his audience entertained, as we were asked to build our very own Lego duck (not sure ours was the best of the day!). Steven talked about how Lego constantly questioned and challenged how they can remain current and consistently reinvent their brand in a constantly changing world to remain one of the world’s favourite brands.
Bill shared his and Severn Trent’s digital journey, with significant uplifts of engagement across social media.
We also heard from Ed Creasey, Director, Consulting NICE. Stuart Dorman, Chief Innovations Officer from Sabio, Clare Lomax Vice President Sales EMEA, TTEC and Martin Teasdale, Quality Solutions Director from BPA Quality.
Once again a day full of insightful interesting and humourous content.
Thank you to all the speakers and the team at the CCMA.
If you are interested to learn more about joining the CCMA go to: https://www.ccma.org.uk/membership/
Publish Date: November 12, 2018 5:00 AM
Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.
Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.
|3.)||Alcor Consulting, Inc.|
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.
Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.
Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.
|7.)||Arise Virtual Solutions|
The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.
Astute Agent balances agent efficiency with customer experience. Here’s how:
- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.
- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.
- Time-saving case feat...
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.
|10.)||Brook Trout Solutions|
CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!
|11.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
|12.)||Call Tracking Metrics|
CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.
Conditionally direct calls, texts, chats and forms based on:
• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.
Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.
With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!
|14.)||Cloud Call Center Search|
From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.
|15.)||Cloud IT Services GmbH|
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.
You can see the full list of features here:
Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.
Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.
Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.
Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:
*Caller ID reputation
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Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.
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